Associate Director – Quality (Healthcare BPO)

Location: Taguig City (100% Onsite)
Work Schedule: Day Shift
Start Date: ASAP

Are you a seasoned Quality Management leader with extensive experience in the Healthcare BPO industry? We're looking for an Associate Director – Quality to lead strategic quality initiatives, drive process excellence, and partner with business leaders to deliver exceptional client outcomes.

About the Role

Reporting directly to the Director/VP, you will be responsible for developing and implementing enterprise-wide quality strategies, driving continuous improvement initiatives, and leading high-performing quality teams. This role requires a strong background in Healthcare BPO quality management, client engagement, and operational excellence.

Key Responsibilities

• Lead end-to-end Quality Management across multiple Healthcare BPO programs.

• Design, implement, and continuously improve strategic Quality Assurance frameworks.

• Drive quality improvement initiatives using Lean, Six Sigma, COPC, and other industry best practices.

• Analyze performance metrics, identify trends, conduct root cause analysis, and implement corrective actions.

• Partner with Operations, Training, Analytics, and Process Excellence teams to improve customer experience, compliance, and operational performance.

• Lead digital transformation initiatives utilizing AI, Machine Learning (ML), Robotic Process Automation (RPA), and automated QA solutions.

• Manage client relationships and serve as a trusted advisor on quality and process improvement initiatives.

• Mentor and lead Quality Leads, Assistant Managers, Managers, and Senior Managers while driving talent development and succession planning.

• Foster a culture of innovation, continuous improvement, and customer excellence.

Qualifications

• Bachelor's or Master's Degree.

• Minimum 10 years of Quality Management or Process Improvement experience within a Healthcare BPO environment.

• Recent experience leading Quality teams in the Healthcare domain.

• Strong expertise in Six Sigma, Lean, and COPC methodologies.

• Green Belt or Black Belt Certification is highly preferred.

• Experience leading digital transformation projects involving AI, RPA, ML, or automated quality solutions.

• Proven experience developing and managing strategic Quality Assurance frameworks.

• Strong client-facing and stakeholder management experience.

• Experience leading BPaas quality transitions and managing large-scale quality operations is an advantage.

• Excellent communication, presentation, leadership, analytical, and problem-solving skills.

• Candidates who can join immediately or within 10 days are highly preferred.

What We Offer

• Competitive salary package

• Comprehensive health insurance

• Paid leave and holidays

• Career growth and development opportunities

• Collaborative and inclusive work environment

• Modern office facilities

Interested candidates are encouraged to send their updated CV. Only shortlisted applicants who meet the Healthcare BPO Quality Management requirements will be contacted for the next stage of the recruitment process.